PR & Customer Service

Customer Service Excellence

Overview:

Customer focused organisations know that delivering excellence in service does not happen by accident. It requires careful integration of key factors that together set the company apart from competitors, win and retain profitable customers and attract, motivate and keep best staff. In this five-day programme delegates will learn the core practices and skills that successful businesses employ to consistently deliver world-class customer service experiences.

PROGRAMME OBJECTIVES

Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits

Build a customer focused culture

Lead customer service performance and professionalism in their organisation

Improve business performance and the customer’s experience

Recruit, train and motivate staff

Develop and improve internal service standards

Assess internal and external skills based development programmes

TRAINING TERMINOLOGY

This programme is designed to be highly interactive, challenging and stimulating. Delegates will learn by a combination of active participation using programme materials, case study review, discussion, syndicate group work, skills practice exercises, training videos and exploration of relevant organizational issues. This programme synthesizes use of relevant organizational theory and customer service best practice with core communication strategies and skills.

PROGRAMME SUMMARY

How delivering excellence in customer service is a way of driving greater return on investment

Why business must be aligned around the customer to succeed

The role of strong leadership as an aid to decision making on customer service issues

How to encourage a philosophy and culture of ‘living and breathing customer service excellence’ in your organisation

How to ensure you are attracting, motivating and retaining the best people

Why skills training and development in staff is essential to excellence in customer service

How to use high performance coaching techniques

How to encourage positivity in the workplace

PROGRAMME OUTLINE

The business case for customer service excellence

Why excellence in customer service is a hot business boardroom issue

Understanding what your customers expect

Benchmarking for competitive success

Meeting and exceeding changing customer expectations

Assessing your organisational culture for customer service focus

Core foundations for building a customer centric culture

Overcoming obstacles to customer service excellence

Improving customer service standards

Showing your customers you are serious about providing customer service excellence